Abstract: A system, method, and computer-readable medium for updating request routing information associated with client location information are provided. A content delivery network service provider receives a DNS query from a client computing device. The DNS query corresponds to a resource identifier for requested content from the client computing device. The content delivery network service provider obtains a query IP address corresponding to the client computing device. Based on routing information associated with the query IP address, the content delivery network service provider routes the DNS query. The process further includes monitoring performance data associated with the transmission of the requested resource and updating routing information associated with the query IP address based on the performance data for use in processing subsequent requests form the client computing device.

Abstract: Systems and methods to implement customer contact service with real-time agent assistance. A service of a computing resource service provider may establish a connection between an agent to obtain audio data of the agent and a customer, transcribe the audio data to generate at least a portion of a transcript, execute one or more natural language processing techniques to generate metadata associated with the transcript, determine, based at least in part on the metadata, whether one or more categories match the transcript, generate information by processing the transcript, the metadata, and the one or more categories, and provide, to the agent, a notification that encodes the information. Notifications may be provided in real-time, which may include suitable delay tolerances.

Abstract: Systems and methods to support searching and diagnostics capabilities in a customer contact service. Contacts data may be encoded as text (e.g., chat logs), audio (e.g., audio recordings), and various other modalities. A computing resource service provider may implement a service to receive, from a client, a request to perform a search with a specified set of parameters on a plurality of outputs associated with a plurality of contacts data, wherein the plurality of outputs are generated based at least in part by: transcripts generated based on audio data of the plurality of contacts data, metadata determined based the transcripts using one or more natural language processing (NLP) techniques, categories that are matched based at least in part on the transcripts, and search the plurality of outputs to obtain a search result determined based at least in part on the transcripts, metadata, and categories, and provide the search result to the client.

Abstract: Systems and methods to implement customer contact service with real-time supervisor assistance. A supervisor may oversee multiple agents in a customer contact service. A service of a computing resource service provider may monitor a plurality of audio connections at a service of a computing resource service provider, generate transcripts for the plurality of audio data, analyze the transcripts using a set of natural language processing (NLP) techniques to generate metadata, tag the transcripts with categories based at least in prat on the metadata, generate information for at least a portion of the plurality of connections based on the transcripts, metadata, and categories, and provide the information to a supervisor of the agents.

Abstract: Systems and methods which may be implemented in the context of a customer contact service. A service of a computing resource service provider may obtain, at a first service of a computing resource service provider, audio source data from a client of the computing resource service provider, generate an output from the audio data, wherein the output encodes: a transcript of the audio data generated by a second service, wherein the transcript is partitioned by speaker, metadata generated by a third service based at least in part on the transcript, and, one or more categories triggered by the transcript, wherein a fourth service is used to determine whether the one or more categories match the transcript, and providing the output to the client.

Abstract: Systems and methods to analyze contacts data. Contacts data may be encoded as text (e.g., chat logs), audio (e.g., audio recordings), and various other modalities. A computing resource service provider may implement a service to obtain audio data from a client, transcribe the audio data, thereby generating text, execute one or more natural language processing techniques to generate metadata associated with the text, processing at least the metadata to generate an output, determine whether the output matches one or more categories, and provide the output to the client. Techniques described herein may be performed as an asynchronous workflow.

Abstract: A determination is made as to whether a value of a first parameter of a first application is to be obtained using a natural language interaction. Based on received input, a first service of a plurality of services is identified. The first service is to be used to perform a first task associated with the first parameter. Portions of the first application to determine the value of the first parameter and to invoke the first service are generated.

Abstract: The values of various operating and/or configuration parameters of a data environment are managed using a set of self-service Web services and interfaces of a separate control environment. A customer can submit a Web services call into an externally-facing application programming interface (API) or other such externally-facing interface of the control environment. The API receiving the call, as well as information extracted from the call, can be used to determine appropriate adjustments to be performed in the data environment. A workflow can be instantiated that includes tasks used to validate and/or apply the adjustments to the target resources, such as databases, data instances, data stores, instance classes, etc. Various real-time functions such as monitoring and auto-scaling also can be performed via the control plane.

Abstract: A system that implements a scalable data storage service may maintain tables in a non-relational data store on behalf of clients. The system may provide a Web services interface through which service requests are received, and an API usable to request that a table be created, deleted, or described; that an item be stored, retrieved, deleted, or its attributes modified; or that a table be queried (or scanned) with filtered items and/or their attributes returned. An asynchronous workflow may be invoked to create or delete a table. Items stored in tables may be partitioned and indexed using a simple or composite primary key. The system may not impose pre-defined limits on table size, and may employ a flexible schema. The service may provide a best-effort or committed throughput model. The system may automatically scale and/or re-partition tables in response to detecting workload changes, node failures, or other conditions or anomalies.

Abstract: Aspects of a data environment, such as the creation, provisioning, and management of data stores and instances, are managed using a separate control environment. A user can call into an externally-facing interface of the control environment, the call being analyzed to determine actions to be performed in the data environment. A monitoring component of the control plane also can periodically communicate with the data environment to determine any necessary actions to be performed, such as to recover from faults or events in the data environment. A workflow can be instantiated that includes tasks necessary to perform the action. For each task, state information can be passed to a component in the data environment operable to perform the task, until all tasks for an action are completed. Data in the data environment can be accessed directly using an externally-facing interface of the data environment, without accessing the control plane.

Abstract: A system, method and computer-readable medium for request routing based on content popularity information are provided. A client computer transmits a request for content from a content provider. The content provider utilizes executable code, such as translation request code, for facilitating request routing utilizing popularity information. The translation request code, may direct a client computing device to request further translation request code and/or translation information. Thereafter, the client issues a DNS query with the translated information including popularity information. The content delivery network service provider can then either resolve the DNS query with an IP address of a cache component or transmit another alternative resource identifier that will resolve to the content delivery network service provider. The process can repeat until a DNS nameserver resolves a DNS query from the client computing device.

Abstract: System and methods for managing versions of partition maps in a distributed data store are disclosed. A relational database may use partition maps to indicate the location of data in a particular partition, or in a replica thereof. These partition maps may be versioned using a two-stage mechanism in which partition map updates are communicated to all nodes, or to affected nodes only, and in which operation may continue without waiting for acknowledgment of their application to each node. The system may handle minor partition changes differently than major partition changes. For example, if a replica of a partition is promoted to be a primary copy due to hardware or network failures, partition map changes may only be propagated to nodes in the same replica group. For major partition changes (e.g., splits, moves, mergers, added partitions, or size change), a new partition map may be made available to all nodes.

Abstract: A determination is made as to whether a value of a first parameter of a first application is to be obtained using a natural language interaction. Based on received input, a first service of a plurality of services is identified. The first service is to be used to perform a first task associated with the first parameter. Portions of the first application to determine the value of the first parameter and to invoke the first service are generated.

Abstract: A system that implements a scaleable data storage service may maintain tables in a data store on behalf of storage service clients. The service may maintain data in partitions stored on respective computing nodes in the system. The service may support multiple throughput models, including a committed throughput model and a best effort throughput model. A service request to create a table may specify that requests directed to the table should be serviced under a committed throughput model and may specify the committed throughput level in terms of logical service request units. The service may reserve low-latency storage and other resources sufficient to meet the specified committed throughput level. A client/user may request a modification to the committed throughput level in anticipation of workload changes, such as an increase or decrease in traffic or data volume. In response, the system may increase or decrease the resources reserved for the table.

Abstract: A request to copy at least a portion of a first network that includes a first set of devices is received, the request including one or more filtering criteria, with at least one of the one or more filtering criteria specifying a tag assigned to a device of the first set of devices. At least the portion of the first network is copied by causing the system to create, according to the one or more filtering criteria, a second network by causing a second set of devices to be configured to be duplicative of devices of the first set of devices that are assigned the tag specified by the filtering criteria.

Abstract: A system and method for content distribution are provided. A content provider generates a network topology having one or more subnetworks made up of content sources. The content provider segments content, such as applications, into segments for distribution. The content provider then distributes the content such that for each identified subnetwork, each content segment is distributed to a content source. Subsequent, client computing device requests for content can be serviced by selecting a content source in a particular subnetwork selected for delivering the requested content to the client computing device to minimize traffic flow of the requested content through the nodes of the distribution network.

Abstract: Replicated instances in a database environment provide for automatic failover and recovery. A monitoring component can periodically communicate with a primary and a secondary replica for an instance, with each capable of residing in a separate data zone or geographic location to provide a level of reliability and availability. A database running on the primary instance can have information synchronously replicated to the secondary replica at a block level, such that the primary and secondary replicas are in sync. In the event that the monitoring component is not able to communicate with one of the replicas, the monitoring component can attempt to determine whether those replicas can communicate with each other, as well as whether the replicas have the same data generation version. Depending on the state information, the monitoring component can automatically perform a recovery operation, such as to failover to the secondary replica or perform secondary replica recovery.

Abstract: A database client may implement scalable tracking for database updates according to a secondary index. As update requests are generated and sent to a database, tracking attributes may be included in the update requests in order to be inserted into the database with respect to a portion of the database for which the requested update is performed. Tracking attributes may include a sequence number which may be used to determine an order in which the updates are performed at the database. Tracking attributes may also include a bucket identifier, which may categorize or label the portion of data updated as part of an update. These tracking attributes may be replicated to a secondary index maintained for the database. Queries to the secondary index based on the tracking attributes may identify updates performed to the database. Notifications of the identified updates may then be provided.

Abstract: A database system may implement database system recovery using non-volatile system memory. An update to a data page of a database may be received. A version of the data page may be obtained in system memory. A new version of the data page may be determined according to the received update. The new version of the data page may be maintained in a non-volatile portion of system memory irrespective of a failure of the database. In at least some embodiments, the update may be performed without generating recovery log records indicating the update. Upon recovery from a database failure, data pages maintained in non-volatile system memory may be made available to service access requests.

Abstract: A hosted analytics system may be integrated with transactional data systems and additional data sources such real-time systems and log files. A data processing pipeline may transform data on arrival for incorporation into an n-dimensional cube. Correlation between patterns of events in transactional data may be identified. Upon arrival, new data may be transformed and incorporated into the n-dimensional cube. Similarity between the new data and a previously identified correlation may be determined and flagged.